In the event of goods requiring to be returned please follow the returns procedure to cause you minimum inconvenience.
NOTE: If purchased from outside the UK please contact the reseller/ Distributor which you purchased from.
Suspected Faulty Item
Submit a Returns form (below) and we will contact you for more information. Items which are faulty must be returned within the warranty period (from date of purchase)
All products when received shall be inspected for faults/damage by our Technical Team, if the product is deemed repairable, the product shall be repaired and returned within 14 working days.
If the product is found to be faulty, a replacement shall be sent within 3-5 working days from date received.
In all cases, an identical replacement shall be sent, however, if the product has been discontinued a suitable alternative shall be sent with the same or similar specification.
Postage costs and any incurred Duty Tax to send the items back to us shall NOT be refunded, if no fault found customer shall arrange collection of the item at their cost.
Item is missing or incorrect.
Should you receive an item that does not match the description of the ordered products then you should contact us on within 48 hours of receiving the order (Failure to contact us outside this time period the return shall be rejected).
Please send product/s by Royal mail Signed for recorded post, as proof of dispatch as we cannot be held liable for products lost in the post and max postage refund of £4.30 will apply at our discretion.
In the event you receive a damaged item please contact us within 48 hours of receiving your order. (Failure to contact us outside this time period the return shall be rejected).
Please send a picture of the damage via email to speed up the process. We will not send out a replacement until the item has been returned or has been approved by customer services team.
Should returned goods be returned in an damaged condition, Retrotouch Limited reserves the right to reject an application for a refund for goods that have been damaged.
The customer must collect the damaged stock OR the shipping fees incurred by us to send back to you shall be deducted from credit issued.
If you have purchased goods that are then incorrect then you may cancel your purchase at any time within 7 days unless your order has been despatched for delivery. You must inform us by email or letter and we will then give you a refund of the price paid. It is a pre-condition to our acceptance of these unwanted goods that they are returned in an unused condition and are unopened and in a re-saleable condition (at your own cost).
We cannot accept any liability for goods that are damaged in transit and would recommend that you ensure that the goods are sufficiently packaged to prevent this from happening.
Please send product/s by Royal mail Signed for recorded post, as proof of dispatch as we cannot be held liable for products lost in the post.
All goods returned must be received in re saleable, pristine condition, unopened and unused. Goods returned during 30 - 60 days after purchase date shall incur 20% restocking fee (goods returned after 60 days shall not be accepted, no credit or exchange shall be given)
Please ensure you follow the instructions below:
1. Ensure ALL goods to be returned are listed within the returns form, failure to do so shall result in delays and refusal of your return
2. Detach Part 1 of the returns form and enclose it in your parcel, tick the return type: Exchange, warranty or refund.
3. Repackage the goods into the original packaging
4. Detach Part 2 and attach to the outside of the parcel and return the goods back to us.
IMPORTANT: The cost of the postage is your responsibility and we recommend using a service that insures you for the value of the goods and get proof of postage. We cannot be held responsible for items that get lost or damaged in transit.
Retrotouch Limited reserves the right to process your refund less a charge for our incurred postage fee from £5.50 for UK orders and from £25 for international orders.
Please fill out the returns form below, a member of the team once received shall be in contact to discuss further: